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Job Description & How to Apply Below
Location :
Pune Hinjewadi - onsite
Shift Timings : us shift
Budget - 10-11lpa
Joining: Immediate Joiner Preferred
Job Summary:
We are seeking a dynamic and experienced Team Lead to oversee our US Collections team in Pune. The ideal candidate will have a proven track record in managing high-performing teams in a third-party or first-party US collections process, with a deep understanding of FDCPA regulations and client SLAs. This is a leadership role requiring strong operational oversight, team management, and performance delivery in a fast-paced environment.
Key Responsibilities:
Manage day-to-day operations of a team of collection agents handling US-based clients
Ensure team meets/exceeds daily, weekly, and monthly collection targets and KPIs
Monitor calls for quality assurance and provide feedback and coaching to improve performance
Work closely with QA, Training, and Operations to ensure compliance and effectiveness
Generate and analyze daily/weekly/monthly reports to track team performance
Handle escalations, resolve issues, and maintain high agent morale
Ensure 100% adherence to compliance standards including FDCPA and client-specific rules
Coordinate with HR and recruitment teams for hiring, onboarding, and retention
Conduct performance appraisals and manage PIP (Performance Improvement Plans) when needed
Requirements:
Minimum 4-6 years of experience in US collections (first-party or third-party)
At least 1-2 years of experience as a Team Lead or Supervisor in a US collections environment
Excellent leadership, communication, and interpersonal skills
Strong analytical and reporting abilities
Hands-on experience with collection tools and dialers (e.g., Aspect, Avaya, NICE, etc.)
Working knowledge of FDCPA and other relevant compliance regulations
Willingness to work in US shifts (night shift)
Based in Pune or willing to relocate immediately
Nice to Have:
Experience in healthcare or financial services collections
Familiarity with Salesforce, Zoho, or similar CRMs
Six Sigma or other process improvement certifications
Perks & Benefits:
Night shift allowances
Performance-based incentives
Health insurance and wellness benefits
Fast-track growth opportunities
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